Field Operations Specialist

3 weeks ago


Toronto, Canada SpotHero Full time
Who we are:

At SpotHero, we work as a team to empower people to get everywhere, easier We're rapidly growing with the mission of bringing the parking industry into the future through technology. Drivers across the nation use the SpotHero mobile app and website to reserve convenient, affordable parking in advance, on-the-go or through their connected cars, and parking companies rely on us to help them reach new customers while optimizing their business. We connect the dots with cutting-edge technology, delivering value to both sides of this exciting, evolving marketplace.

Field Operations Specialist at SpotHero:

The Field Operations Specialist will ensure a world class experience for customers and operators alike by processing feedback, analyzing data, determining trends, and implementing solutions, including new processes. You'll serve as liaison between Customer Service and Revenue teams in order to optimize field operations. You'll drive growth on both sides of the marketplace by creating a seamless experience for SpotHero customers and a productive experience for our parking partners.

What you will do:
  • With the use of data, develop new ways to improve the Customer and Operator experience, and reduce the need for Customers to contact SpotHero to resolve issues.
  • Work with Revenue teams and develop narratives to be presented to Operator Partners that help them understand the value of investing in making the parking experience better for SpotHero customers.
  • Process and analyze customer and partner feedback into actionable information to make productive changes that positively influence our customer and operator experience.
    • Drive process improvement by identifying inefficiencies and implementing workflow enhancements to benefit the company.
    • Drive product innovation by identifying technical solutions to improve operational inefficiencies.
    • Effectively communicate solutions to internal stakeholders and Operator partners.
  • Work with Revenue Growth Managers and Regional Managers and Sales Enablement to coordinate Operator communication to avoid foreseeable issues.
  • Occasional on-site evaluation of access conditions (PARCS), facility conditions and user-facing information to ensure customer satisfaction.
  • Occasional need to assist with "in-market" initiatives for collecting strategic and competitive information.
  • Occasional need to work with contractors to coordinate signage installation and ordering, as well as collecting strategic and competitive information.
  • Serve as a resource for given markets for Operator partners when Growth Managers are not available.
  • Maintain an optimal SIPP level (supply issues per park) and Star Rating through fulfillment of all other responsibilities.
  • Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained.
Who you are:
  • Action-Oriented - Maintains a sense of urgency to complete a task and seeks information.
  • Analytical - Examines information methodically and in detail to solve problems.
  • Strong Communicator - Communicates effectively both verbally and in writing.
  • Customer-Focused - Commits to the SpotHero persona to sustain marketplace brand.
  • Detail Oriented - Pays attention to details and understands causes.
  • Emotionally Intelligent - Handles interpersonal relationships with awareness.
  • Independent - Does not rely on another's authority.
  • Problem-Solver - Provides creative solutions for resolution.
  • Resourceful - Finds quick and clever ways to overcome difficulties.
  • Team Oriented - Works well within and across departments.
What you bring:
  • Bachelor's degree or equivalent with 1-3 years experience in customer/client facing positions or support/account management experience.
  • Proven ability to problem solve in a fast-paced environment.
  • A valid driver's license or ability to travel quickly on bikes/scooters/public transit.
Tools:
  • G Suite, CRM (Salesforce preferred), BI Tool (Looker preferred).
Seeking candidates in:
  • Toronto, ON
  • Office environment (2x per week in office), onsite visits and travel (15-20% of time) required.
What we are offering:
  • Career game changer – A unique experience in a fast-growing startup with unlimited growth potential.
  • Excellent benefits - Medical, Dental, Vision, Life Insurance, STD and LTD.
  • Flexible PTO policy and outstanding work/life balance.
  • Udemy license for professional and personal growth.
  • Annual parking stipend.
  • Collaborate with fun, innovative people in a casual yet productive atmosphere.
  • A company that cares about its employees' unique backgrounds.

At SpotHero, we Respect Fellow Drivers by providing an inclusive interview experience for everyone, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of support during the hiring process. Please let our team know of your need when you apply or as you begin interviewing with our team.

SpotHero is an equal opportunity employer. We are committed to supporting an inclusive environment for all.



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